Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13, 2022 we brought our ******************************** Clock in to have the face reglued. They said they also had to oil it and the cost would be $109. The approximate time of repairs would be 4-6 weeks. When we questioned the amount of time, we were told we could go somewhere else or better yet, take it to *********. The people are very rude. On July 19, 2022, my husband called to inquire on the status of our clock. **** advised that he was 60 miles away and didn't know. He advised that now they only work 1 day a week, on Fridays. On Friday July 29, 2022, we received a call that our clock was ready. My husband went to pick it up. I am in a wheelchair and unable to get into their shop. My husband gave them a check for $115 (tax included). The first thing I noticed was our name plate was missing. It had our names and wedding date listed. I called to ask where it was and was rudely told they didn't have it but would keep an eye out for it. After further inspection, this is not our clock. It was filthy dirty like it had been stored in a back room for a long time. The handle is also tarnished and ours was gold. The clock is not even set correctly. The chimes are all wrong. My husband called to advise that we didn't have the right clock. **** said that would explain why the name plate was not on it. **** advised that they are very careful with their inventory, but he'll check for the clock when he has time. I then read reviews on this place and noticed other complaints about people not getting their possessions back. I stopped payment on the check, as this is not our clock. I have no issue paying for the repairs if this was legit. I feel that they keep anything of value and switch with garbage. I will file a theft charge with the police and start a court case if this is not corrected

  Customer Answer

  Date: 08/18/2022

  My husband called **** on Friday 8/12/22 to see if clock was ready.  He doesn't know where the clock is and said he doesn't care.  He did not specifically say anything about the BBB complaint, but I know he received it because he mentioned that anyone can say anything they want and it doesn't really matter.  I will be very surprised if he responds to you.  He encouraged us to involve the police.  We called them and there is nothing legally they can do.  He knew that and was just baiting us.  I am starting to call him daily as of 8/17/22 and leaving messages for call backs.  I intend to increase my calls if no response.  Is our next step to file a lawsuit?

  
  

  Thank you,

  Business Response

  Date: 08/29/2022

  In response to this complaint I feel bad if these people feel what they say is correct. We have been in business 25 years and have met with tens of thousands of customers and I believe most are satisfied as they have done return business but Im certain that some did not have the results or price they hoped for!
  Initially I received a call from these people asking what the work on their clock would cost. When I told them they acted unhappy about the price and I said I could suggest a good clock shop in *********.
  The clock came in and was stickered with their job number, their name and phone number. When the work was completed they came to pick up the clock and the sticker was removed. We had to use GlueGone to get it off!
  Later I received a call asking why we removed a plaque from their clock and I told them that we dont do that but said I will talk to our technicians and they added that was not the case. Then in another conversation I told them that we are searching to see if somehow a mixup could have happened. I checked our logbook and found another similar clock came in that day but after talking to that customer no plaque or ******************** was found.
  Then they called and insisted that the clock they had was not their clock. They called me numerous times wondering if we had found their clock and I was called an inappropriate name to which I later received somewhat of an apology.
  On one call I was told they were going to the police and would say the clock had a  value of $5000. They threatened to stop payment on their $115 check. 
  We feel badly for these people but cannot produce another clock and really feel they have their own clock!
  Sent from my iPhone
  
  > On Aug 27, 2022, at 11:30 AM, ***************************** <************************> wrote:
  >

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  We never called the Clock Shop prior to dropping the clock off.  My husband just took it there.  He agreed on the $109 plus tax price.  He was not happy about the 4-6 week wait for a faceplate reglue.  That is when *************** suggested going to Milwaukee to save a week's time.  The clock that was passed off on us is not even a ****** ****** clock.  ****** ****** clocks are made of *********************.  This clock is not.  It is a very poorly constructed clock with a ****** ****** face plate.  This clock we were given back does not even chime correctly. It was filthy like it sat in a back room for a very long time.  My Aunt gifted our clock on our wedding day.  She took the clock to them before she passed for the very same reason we did.  They never fixed it the first time. We NEVER made any suggestion about wanting $5000.  We want our clock.  The original receipt was written in black ink.  The inventory number was written in blue upon pickup.  **** goaded us into calling the police knowing full well there was nothing they could do because we voluntarily took the clock in.  In hindsight, there are plenty of reviews out there with similar situations.  
  
  Regards,
  
  **********************